Worst claim process to ever exist

If I could give this a minus review, I would. My wife recently purchased a comprehensive warranty for her vehicle. The issue is, half of the car blows hot air when switching on the aircon. My wife and I called for the 2nd time on 20 Jan - about 12:00'ish....

Firstly, Ntsakho advised that this is not covered under the policy... HOW? when its to do with the aircon component??????

Secondly, I told him that I'd like to lodge a complaint somewhere.... he then put me through to Chantelle who was not the correct department, who advised me to hold. Then, after about 20 minutes of elevator music (She was speaking to Ntsakho), she told me that i was in the wrong department, and I need to go to claim. At this point its almost comical how long the wait was.

Thirdly, after being on the phone for an hour, I had to put the phone down because why is it such a mission to get assistance with something that you pay tens of thousands for, and still get no help????

I did my due diligence, the part and labour is R3097.40. Tell me why we always struggle to claim?????? But when we're sold the policy, its all smiles.

This is unaceptable!!!!! Very unproffessional